Complaint procedure and dispute resolution – What happens to my complaint?

Do you disagree with the fee you have been charged? Or do you feel we have not helped you properly? Whatever your complaint, we’ll do our best to resolve it as quickly as possible. We address complaints as follows:

  1. To resolve the issue as soon as possible, we need a clear description of your complaint or problem. If this is difficult to provide, our legal department will be happy to discuss it with you
  2. When we receive your complaint, we’ll send you email confirmation within three working days. We assign a number to your report. Please give us this number if you have any questions, so we can help you more quickly
  3. If we discover a mistake or agree that we have not provided clear enough information, we’ll try to rectify it immediately. If this is not possible, then we’ll quickly look for another solution. We aim to contact you within a month, but at the latest within eight weeks
  4. You will receive our decision and a full explanation by email. Please let us know if you would also like to receive a copy by post

You can address the complaint to the BumaStemra legal affairs department, by post or email. In each case, please include the following information:

  1. Your name and address
  2. A phone number where we can contact you
  3. An email address we can send our decision to
  4. The name and address of the place where the music is used if possible
  5. Your BumaStemra customer number if you have one

Contact details:
attn. Legal Affairs
Postbus 3080
2130 KB Hoofddorp
Phone: 023-799 7511